Complaint Grievance Process Coordinator (Operations & Policy Analyst 2)

State of Oregon; Salem (VA); Hybrid; USD 61,000 - 93,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Job summary

The Oregon Health Authority’s Medicaid Division seeks a Complaint & Grievance Process Coordinator to strengthen the OHP member complaint and grievance resolution process by assessing barriers, identifying risks and trends, and implementing workflow improvements that support timely, responsive, and equitable case handling.

You will coordinate operational planning for the OHP Complaint Resolution Team, apply policies and rules, monitor performance metrics, escalate issues as needed, and maintain

Qualifications

• Bachelor's Degree in Business or Public Administration or related field plus 2 years evaluative/analytical work.
• Or combination of education and experience equivalent to five years in the field.

Responsibilities

• Evaluate and strengthen the OHP complaint/grievance resolution process.
• Coordinate staff training and quality assurance activities.
• Maintain complaint tracking systems and required documentation.
• Prepare reports to inform program evaluation and continuous improvement.

Skills

Policy analysis

Data interpretation

Oral & written communication

Quality assurance

Education

Bachelor's degree

Job description

Complaint Grievance Process Coordinator (Operations & Policy Analyst 2)

Salary Range: $5,458 - $8,352

Position Type: Employee

Location: Salem, Oregon

Hybrid: 5% in-office

Job Summary

Oregon Health Authority’s Medicaid Division is seeking a Complaint & Grievance Process Coordinator to join the Client and Enrollment Services unit. In this position, you will evaluate and strengthen the Oregon Health Plan (OHP) member complaint and grievance resolution process by assessing operational barriers, identifying risks and trends, and implementing process and workflow improvements that support timely, responsive, and equitable complaint resolution. You will coordinate operational planning and improvement activities for the OHP Complaint Resolution Team, applying established policies, administrative rules, and state and federal requirements to guide accurate and consistent case handling. You will exercise professional judgment in interpreting policy, addressing complex or escalated member complaints, and monitoring operational performance metrics, while ensuring that issues requiring broader policy or system-level attention are appropriately escalated to the OPA3 Complaint & Grievance Process Administrator or Medicaid leadership. Your role will be to maintain quality, consistency, and compliance within the member grievance system by conducting quality assurance activities, supporting the development and refinement of procedures and training materials, and coordinating staff training. Additionally, you will manage complaint tracking systems, maintain required records and documentation, analyze operational data, and prepare reports that inform program evaluation and continuous improvement efforts.

Minimum Qualifications

A Bachelor's Degree in Business or Public Administration, Behavioral or Social Sciences, Finance, Political Science or any degree demonstrating the capacity for the knowledge and skills; and two years professional-level evaluative, analytical and planning work. OR; Any combination of experience and education equivalent to five years of experience that typically supports the knowledge and skills for the classification.

Desired Attributes

• Experience supporting the development and implementation of policies and programs at the community, state, and/or national level that advance health equity, address systemic disparities, and elevate the voices of communities and individuals with lived experience.
• Experience of health services delivery systems, particularly the Oregon Health Plan (OHP), Medicaid administration in Oregon, Coordinated Care Organizations (CCOs), and related health and social service systems.
• Experience with regulatory processes, including experience analyzing, interpreting, and applying federal and state laws and regulations; specific knowledge of Oregon Administrative Rules and Oregon Revised Statutes is valued.
• Experience researching, investigating, and resolving complex complaints, grievances, appeals, or service concerns while balancing regulatory requirements, policy interpretation, and customer service principles.
• Experience fostering inter- and cross-agency collaboration and coordinating community-centered policies, programs, and continuous performance, quality, or process improvement initiatives.
• Demonstrated ability to use strong oral and written communication skills across a variety of forums, including experience communicating complex qualitative and quantitative information in ways that are accessible, inclusive, culturally responsive, and appropriate for diverse audiences.
• Experience evaluating and synthesizing quantitative and qualitative data to assess program effectiveness, identify trends, and support policy, operational, and quality improvement decision-making within health policy or healthcare service environments.

About the Team & Benefits of Joining

• Excellent, low-cost medical, vision, and dental coverage for you and your family.
• Optional benefits like life insurance, disability coverage, deferred compensation, and FSA options for health and childcare.
• Generous paid time off: 11 holidays, 3 personal days, monthly sick leave, and vacation accrual starting at 8 hours/month.
• Potential eligibility for the Public Service Loan Forgiveness Program.
• Retirement security through Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP).
• Training and development opportunities to grow your career with the State of Oregon.

Additional Details

This announcement is for one full-time, permanent, SEIU represented, Complaint & Grievance Process Coordinator (Operations & Policy Analyst 2) position in Salem, Oregon. This is a (hybrid 5% in-office) position. The salary listed is the non-PERS qualifying range. If the successful candidate qualifies for PERS, the salary range will increase by 6.95%.

Eligible Veterans and Disability

Eligible veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. To protect your information and ensure correct processing, please follow the instructions for submitting your Veterans’ Preference documentation. We evaluate candidates based on their own skills and experience. Employment is contingent upon a criminal records check and a driving records check that meets OHA criteria at the time of hire and throughout employment. The position does not provide visa sponsorship. Within three days of hire, you will be required to complete I-9 documentation and confirm authorization to work in the United States. OHA will use E-Verify to verify work authorization. If your employment eligibility depends on sponsorship now or in the future, you will not meet the requirements for this position.

Equal Opportunity & Salary Transparency

The Oregon Health Authority is an affirmative action and equal opportunity employer, committed to fair employment practices and pay equity for all employees. We do not discriminate based on protected class – including race, sex, veteran status, disability, age, color, religion, national origin, marital status, or sexual orientation – and does not screen applicants based on current or past compensation. Salary is determined through a fair review of your education, experience, and training as it relates to the position. OHA is an anti-racist organization working to eliminate health inequities and dismantle structural barriers that impact underserved communities.

Recruiter & Contact Information

• Recruiter: Stephanie Mitchell
• Email: [e-mail]
• Phone (text friendly): [phone]
• Accommodation Requests (ADA): OHA provides reasonable accommodations under the ADA, which may include alternative formats of materials or language support.

Helpful Links & Resources

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